Technical Support & Customer Success Specialist

About Accelerant Manufacturing

At Accelerant Manufacturing, we're building the future of manufacturing through

automation. We design, build, and support advanced production equipment that helps

our customers increase efficiency, improve consistency, and scale their operations with

confidence.

We're a team of engineers, builders, and problem-solvers who enjoy tackling complex

challenges and finding better ways to do things. As a growing company, every

employee has the opportunity to make a meaningful impact. Good ideas can come from

anyone, and we're always looking for people who are curious, driven, and eager to

learn.

Our relationship with customers doesn't end when a machine is delivered. We believe

great support is just as important as great engineering. When our customers need help,

we work alongside them to solve problems, minimize downtime, and keep their

operations running.

If you're looking for a place where you'll be challenged, trusted with real responsibility,

and surrounded by people who are passionate about innovation, you'll fit right in. Every

day brings new opportunities to solve problems, learn something new, and help build

technology that's changing the way manufacturing gets done.

Position Overview

We are looking for a highly organized, customer-focused Technical Support & Customer

Success Specialist to serve as the first point of contact for customer support requests.

This role is responsible for monitoring customer support channels, responding to

customer inquiries, troubleshooting machine issues, documenting support cases, and

escalating complex technical problems to our Engineering team when necessary.

The ideal candidate enjoys solving problems, communicating with customers, and

working closely with engineering to ensure issues are resolved quickly and effectively.

Key Responsibilities

Customer Support

Monitor customer technical support channels throughout the day for customer

requests and technical issues.

Respond promptly to customer questions and provide clear, professional

communication.

Troubleshoot machine, software, and operational issues using existing

documentation and knowledge bases.

Guide customers through diagnostic procedures to resolve problems remotely.

Follow up with customers to ensure issues have been fully resolved.

Technical Triage

Evaluate incoming issues and determine severity and priority.

Differentiate between operational, configuration, hardware, software, and

engineering-related issues.

Gather logs, photos, videos, error messages, and diagnostic information before

escalation.

Reproduce reported issues whenever possible.

Ticket Management

Create and maintain detailed support tickets for every customer issue.

Document troubleshooting steps, customer communications, root causes, and

final resolutions.

Track ticket status through completion.

Maintain accurate records for future reference and trend analysis.

Engineering Coordination

Escalate unresolved or advanced technical issues to the Engineering team.

Provide engineers with complete documentation to minimize back-and-forth

communication.

Act as the liaison between customers and engineers during the resolution

process.

Communicate updates and expected timelines to customers.

Knowledge Management

Help maintain and improve troubleshooting guides and internal documentation.

Identify recurring issues and recommend process improvements.

Contribute to FAQ articles and customer support documentation.

Qualifications

Required

2 years of customer support or technical support experience.

Excellent written and verbal communication skills.

Strong troubleshooting and critical thinking abilities.

Ability to prioritize multiple requests in a fast-paced environment.

Experience using Slack or similar communication platforms.

Comfortable working with customers over chat, email, and phone.

Strong documentation and organizational skills.

Preferred

Experience supporting industrial equipment, manufacturing equipment,

automation systems, or machinery.

Familiarity with PLCs, sensors, pneumatic systems, electrical components, or

mechanical systems.

Experience reading technical manuals and wiring diagrams.

Basic understanding of engineering workflows.

Ideal Candidate

The ideal candidate is:

Patient and customer-focused

Mechanically inclined

Detail-oriented

Organized and process-driven

Calm under pressure

A strong communicator

Comfortable learning new technologies

Able to work independently while collaborating closely with engineering

Success Metrics (KPIs)

First Response Time

Customer Satisfaction (CSAT)

Number of Tickets Resolved per Week

Escalation Rate to Engineering

Engineering Escalation Quality

Documentation Accuracy

Ticket Backlog

Customer Follow-up Completion Rate

Recurring Issue Identification

Knowledge Base Contributions

Internal Communication Effectiveness

Customer Retention and Satisfaction

Benefits

Competitive salary

Health, dental, and vision insurance

Paid time off

Retirement plan

Professional development opportunities

Collaborative team environment

Opportunity to work with innovative manufacturing technology

If you enjoy solving problems, helping customers succeed, and working alongside engineering teams to support cutting-edge equipment, we’d love to hear from you.

Pay: $52,000.00 - $62,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Work Location: In person

Salary : $52,000 - $62,000